Commercial Clients:
P&N Bank
Beyond Bank
Silver Chain
RAC of WA
RAC Insurance
SGIO
Bankwest
Coventrys
Bunnings
Capricorn Society
Star Track Express
Imdex
Australia Post
Good Start Early Learning
Brookfield Multiplex
Programmed Maintenance
MTU Detroit Diesel Australia
HIF
Titan ICT
Royal District Nursing - SA, Vic, NSW
Public Sector Clients:
Shire of Serpentine Jarrahdale
City of Wanneroo
City of Stirling
VicRoads
Queensland Motorways
Roads and Maritime Services (NSW)
Landgate
Western Power
Synergy
Horizon Power
Aurora Energy
Water Corporation of WA
Main Roads of WA
Dept of Transport WA
Dept of Communities
Dept of Mines Industry Regulation and Safety
Thinking for Success Clients:
Permeance Technologies
Titan ICT
Fortescue Metals group
Votar Partners
Australia Post
Bunnings
Silver Chain
Call Design
Crown Complex Perth
Synergy
Bankwest
Zone Communications
Jones Lang La Salle
RAC Insurance
Dept of Justice
Water Corporation of WA
Past Clients
For over 15 years Steve Mitchinson and his teams have consulted to an extensive range of clients across both the private and public sectors delivering substantial improvements in individual, team and organisational performance.
Results include many industry and sector leading outcomes:
Over 40% revenue growth in Industrial services
Improved NPS score from 16 to 47
60% reduction in contact demand though improved process design
70% reduction in paper forms in government agency
50% reduction in wait times
Lowest cost to manage and lowest rate of customer churn in telco sector
Multi million dollar savings in Insurance, distribution, finance sector
Dramatic increases in employee engagement
Testimonials
Major Care Provider
I just wanted to acknowledge our achievements.
When we commenced in July we had an enormous task ahead of us, we had challenges on many, many levels. I am immensely proud of the recommendations and visioning our collaborative approach has produced. I know this will bring a significant improvement to our clients, customers and staff as well as better value for money. - Martin Intake Support Manager
Thinking for Success Workshops
I was sceptical at first but after doing WBT with Steve, it has transformed our Board meetings and the business overall. Board meetings used to be drawn out affairs, full of “vigorous debate”, achieve very little and the Directors rarely communicated in between. Now they are short, sharp, and productive and we all go out socially. Whole Brain Thinking has transformed our business – Miles – Managing Director, successful IT Service Company
Thanks for such a great session today. I know it certainly got us all thinking and there was a real buzz around the concept and I know the leaders are all really enthusiastic about the possibilities this opens up the when dealing with their teams. – Customer Service Manager, Major Bank
Health Care Provider
The team loved your session and got a lot from it and have even seen some actions from it this morning! - Contact Centre Manager, Major Health Care Provider
General Insurer
The feedback from our HBDI session has been very positive, TLs all advised they can use the information from yesterday to assist them in improving their team’s performance. Personally really got something out of it!! Will be in touch in the NY to organise some follow up sessions. - Contact Centre Manager Insurance Industry
ICT Industry
Learning about myself; understanding that I have a clear need to understand others and their feelings; Insight into the analysis of people; Information delivery to clients; being able to tailor the theory to practical scenarios; walk around tools and team profile; understanding how other team members think; learning how I can make more valuable contributions to the team; making me more aware that I need to consider others thoughts and feelings and how I deal with others. Senior Engineer ICT Client
General Insurer
Thanks for the update, integrated and aligned processes and effort will win out every time!
Glad to hear it has gone as well as could be expected. I am surprised at the rate of release of capacity which begs the question about what the bloody hell have people really been doing!!!
Congratulations on a great result , - CEO
General Insurer
“Just to let you know we have had some great feedback from some policyholders already in regards to our new processes. One of the contents specialists had an angry member who was unhappy that he hasn’t received his settlement yet. By using the new EFT process the specialist was able to confirm the account details on file, and settle his claim immediately into his account. The member then had a complete attitude flip and was so thankful, he even made the comment that this was the best service he has ever received.” - CC Manager
General Insurer
“It’s pretty easy to be positive and excited about something as worthwhile as this is! Looking forward to getting on with it for real as of today”
“Just spoke with an insured regarding her Fusion claim. Policy holder wanted to express how happy she was with us and how quick and painless we have made the claims process. She did say she had no idea what to expect from it but it has been very efficient and she was extremely impressed with the …. process. - Customer Service Officer
General Insurer
“Steve, we just hit target round here with seconds to spare till home time i.e. from 120 hours of follow ups at the morning huddle down to 48 hrs!!!! Everyone was high fiving....I now have a warm & fuzzy feeling on a Friday afternoon” - Team Leader General Insurer
Banking Client
Steve, Hope all is well on your end.
Just wanted to share some feedback I received from our CEO yesterday. We were catching up after a few weeks of missing one another, He shared that whilst he had had some downtime in the last week he had read your report in full and thought it was a really comprehensive independent view of the Contact Centre and good value for the organisation. Thought you would like to hear the compliment on this rather wet and dark morning. General Manager
Banking Client
Looks like the project implementation is going well. I got down to listen to quite a few calls and the guys are really positive about the positive impacts it will have on the company, which is great. From a training point of view, it has provided us with a lot of useful documentation to help make our lives easier as well . We are hoping it will mean that we are able to skill staff to a greater standard upon the completion of training and commencing their on the job role.” -Training Manager
Banking Client
In response to our comment- “Was great to see Stuart (Project Sponsor) so positive about the outcomes we have produced”: Yeah it was, Stuart never really shows much emotion so it was a surprise.
Mate, you're a pleasure to deal with and your knowledge and ideas are amazing.
Definitely think the team are well equipped now to run forward with things. Dan Project Manager,